Service Coordinator

About Crown

Crown is one of the world's largest material handling companies with a reputation for award-winning product design, advanced engineering and technology, and superior after-sale service. Crown's business philosophy utilizes vertically integrated processes to design, manufacture and distribute forward-thinking, innovative solutions that improve customers' productivity and operating efficiency. Crown produces a broad range of forklifts as well as automation and fleet management technologies. The Company's global headquarters is located in New Bremen, Ohio, USA, with regional headquarters in Australia, China, Germany and Singapore. Crown employs more than 14,000 people worldwide. Crown operates a service and distribution network that exceeds 500 retail locations in over 80 countries. To learn more about why Crown is a great career choice, visit crown.com.

Role Summary

In this role, you will be at the forefront of our operations, ensuring that our customer service remains unparalleled. As a Service Coordinator, you will be the crucial link between our Field Service team and customers, effectively coordinating service requests, scheduling technicians, and managing the workflow to enhance customer satisfaction. Your organizational skills and proactive mindset will allow you to identify issues before they become problems, all while maintaining our high standards of service excellence.

You will be empowered to collaborate with various departments, streamline processes, and contribute to our mission of delivering outstanding service. This position not only requires a keen attention to detail and effective communication skills but also offers the opportunity for growth in a supportive and collaborative environment. If you're passionate about customer service and have a knack for coordination and organization, we invite you to apply and become a part of our committed team that keeps our operations running smoothly and efficiently.

Key Result Areas & Responsibilities

Service Administration

• Coordinate daily service operations and schedules for technicians, ensuring timely service delivery
• Respond swiftly to customer inquiries and service requests, including breakdown call logging
• Distribute service tasks to the appropriate Technicians (manage job statuses, coordinate spare parts delivery to field technicians, and handle stationary supplies)
• Keep the Service team informed in AS400 about Technicians' availability (sick leave or annual leave)
• Quickly address ISMS messages as they come in
• Coordinate with suppliers for the arrangement of battery service jobs
• Schedule and set appointments for retail, FPM, and Rental customers for PMP Services
• Coordinate entry clearances with customers as needed
• Help update the personal details of Service Technicians
• Record van allocations and hour meter updates in AS400
• Organize for Technicians to participate in customer-required safety training courses

Month-end Tasks

• Generate and dispatch invoices to our valued customers
• Handle the processing of factory cards

Reports/Contracts

• Keep our daily FST job reports up to date and accurate
• Manage the renewal of our customers' PMP contracts, propose new PMPs, and ensure PMP contracts are entered into AS400
• Generate picking lists for Technicians' spare part requests
• Create requisition documents to order spare parts for GLS
• Compile and prepare our daily Dashboard for review

System Maintenance, Job Cards and Ad hoc tasks

• Process retail, rental, FPM customers, cost of sales, warranty job cards
• Process dispatch advice (POS)
• Update SJC booklet, trucks customers history and ownership history in AS400
• Update service job cards

Requirements

• Diploma or degree in any field
• Proven experience in service coordination, logistics, or a similar role within the transportation industry
• Strong organizational skills with the ability to multitask and prioritize effectively in a dynamic environment
• Excellent communication skills, both written and verbal, to interact with clients and team members clearly and professionally
• Proficiency in using computer systems (Microsoft Office) and software, particularly service management and scheduling tools
• A customer-focused mindset with a passion for providing outstanding service and support